About a week ago Internet Security stopped putting SPAM in the Junk folder and started putting some of it in the Deleted folder and the rest just disappears. The SPAM that does go into the Deleted folder may be identified as SPAM and some is not. I have to move the SPAM that is not identified as SPAM into the Inbox and identify it as SPAM. Some of it keeps reappearing in the Deleted folder.
I tried to download a replacement version but that is not possible as it wants all my information and a charge card I already have a subscription.
How do I get out of this mess, it is the third time this has happened.
HI fast32,
Welcome to the Norton Community.
Please confirm which Norton software you have. Since you said Internet Security I assume you mean Norton Internet Security (NIS) but please confirm. Also what version of NIS do you have? You can find this from Support > About or Help & Support > About depending on the year of NIS that you have.
Also what version of Windows and SP (service pack) do you have and is it 32 or 64 bit?
Next, what email client are you using and what product year and version is it? What inbound and outbound ports are you using for receiving and sending email?
If you are using Outlook, please check in NIS Settings > Network Settings > Client Integration that Outlook is checked in both sections. You can also try turning OFF Norton Antispam in Network Settings, save changes and turn it back ON and see if this makes a difference.
Are the messages in question getting tagged (prepended) with the words "Norton Antispam" at the beginning of the subject line? If not, then it seems unlikely that NIS is what is moving your messages to the Deleted folder.
You can download the English version of NIS 2011 from here and it will not ask for credit card information. Please let us know if you need a different language.
However, please don't uninstall your current software until you let us know the answers to the questions above so we can best advise you.
Best wishes.
Allen
The Norton program is Norton Internet security 2011 v:18.6.0.29
Windows XP SP3 32 bit
Microsoft Outlook 2003 SP3 (11.8325.8324)
Inbound/Outbound pop.earthlink.net/smtpauth.earthlink.net
NIS settings: outlook is checked.
The designation “Norton Anti Spam” is on some and not on others.
This started a week ago out of the blue and has happened before. The recommended solution was to reload Norton Internet Security.
HI fast32,
Thanks for the update. I checked and Earthlink does appear to use port 110 for inbound email so this should work. Note that if you use port 587 for outgoing which is the default with Earthlink, that outbound email scanning will not work.
To be sure though, please see the following link and double check that your inbound port is in fact 110.
http://support.earthlink.net/articles/email/outlook-2002-2003-setting-up-sending-and-receiving-email.php
You can go ahead and try to uninstall and reinstall NIS 2011 per the procedure below. You can omit the step about using the Norton removal tool (I add it for completeness in case you need it).
If you use Identity Safe you should back up this data first. Please see this link for details on how to do this.
Before you use the removal tool, please download the full version of NIS 2011 from here. Please note that this is the English version so please let me know if you need a different language and I will provide the appropriate link.
Once you have downloaded NIS, you can proceed with use of the removal tool as indicated below.
Please NOTE that this removes ALL Symantec products so be sure to have your license keys ready as you will need to reinstall all your Symantec software products. You can get your Norton product key from your Norton Account.
Once done please download the Norton Removal Tool from Symantec from this link.
For your protection, disconnect from the Internet before continuing.
Do a conventional uninstall of NIS via the Control Panel and then restart your computer.
Run the Norton Removal Tool and once it is completed, please reboot your computer. Once up please run the Removal Tool one more time and once again reboot. Omit this step if desired.
Then please install NIS 2011 from the full version downloaded earlier. Once installed please reconnect back to the Internet and run Live Update repeatedly (rebooting as requested) until it reports there are no more updates.
Hope this helps and please let us know how it goes.
Best wishes.
Allen
The above procedure was very difficult to follow. I down loaded the software again and installed it. When SPAM come in now it does not go into the Deleted folder is go no where. The screen flashes as it comes in to the In Folder and then is moved out to no where. The SPAM now does not appear in any folder. This does not allow me to check for valid e-mails miss labeled as SPAM. Where is the SPAM going?
Hi fast32,
Thanks for the update. The above procedure was listed step by step. Did you choose to use the Norton removal tool or did you omit that step?
After reinstalling NIS, did you run live update repeatedly until there were no more updates? What is your resulting version of NIS? You can find this from Support > About.
You are the second person who has indicated spam seems to go nowhere that can be found. I do not see that on my system (however I have Outlook 2007) and even though two people have reported this, I am not seeing indications of a widespread problem involving many users.
Please see the following thread so we can try and determine where your spam is going to.
http://community.norton.com/t5/Norton-Internet-Security-Norton/Can-t-find-my-spam-in-Outlook-2003-it-isn-t-in-the-junk-or-anti/m-p/452326/highlight/false
Best wishes.
Allen
I did not use the removal tool since the install process removed the old software.
I ran live update a number of times.
I ran the advanced search with a number of variations: AntiSpam, Norton AntiSpam, etc. The requests resulted in zero e-mails.
I ran the entire process again and I get the same result. The SPAM still disappears and the CTL Shift F process finds nothing.
For some reason about three days after I executed the process again it started to work. As far as I can tell it is working as designed.